Customer Success · Update & Follow Through
Detractors get a response in hours, not weeks
When an NPS response comes in, it is routed to the right CSM with full account context, logged in Salesforce, and paired with a drafted follow-up that addresses what the customer actually said. Feedback becomes action before they forget they responded.
Works acrossIntercomSalesforceGmailSlack
What you get.
Every NPS detractor response is routed from Intercom to the right CSM via Slack, logged in Salesforce with full context, and paired with a drafted follow-up in Gmail. Feedback gets acted on in hours instead of sitting in a queue.
NPS scores without follow-up are just vanity metrics
You send the NPS survey. Responses trickle in. Someone exports the data to a spreadsheet, calculates the score, and presents it at the next team meeting. But the individual responses, the ones that actually tell you something, sit in a queue. The detractor who wrote "considering switching to [competitor]" doesn't hear back for two weeks, if ever.
The problem isn't that your team doesn't care. It's that the handoff is broken. NPS responses arrive in one tool, account context lives in another, and the follow-up happens in a third. Routing a detractor response to the right CSM, with the right context, at the right time, requires manual triage that nobody has time for.
What changes.
- 01Detractor response timeBefore · 1-2 weeks (if ever)With Doe · Within hours
- 02Context for follow-upBefore · CSM looks up account manuallyWith Doe · Full context delivered with the alert
- 03CRM documentationBefore · Scores rarely loggedWith Doe · Auto-logged with sentiment analysis
- 04Weekly CSM time on NPSBefore · Hours of manual triage and routingWith Doe · Reviewing and responding to pre-routed alerts
How Doe automates NPS follow-up
- 01Pulls new NPS responses and verbatim feedbackIntercomA detractor scored 3 and wrote "considering switching to [competitor]." A promoter scored 9 with praise for the new reporting feature
- 02Matches each respondent to their account contextSalesforceThe detractor is a $48K account renewing in 60 days with an open escalation. The promoter is a long-tenured advocate on the enterprise plan
- 03Scores urgency and decides response typeDoeDoe routed the detractor as critical: high-value account, near renewal, negative trend. Queued the promoter for a referral ask next week
- 04Drafts a personalized reply addressing their specific feedbackGmailFor the detractor: a draft acknowledging the competitor concern, referencing the open support issue, and offering a call with the product lead this week
- 05Delivers the routed alert and draft to the owning CSMSlackDoe surfaces the score, what the customer said, the account stakes, and the draft email ready to review and send
Up and running in under ten minutes.
- 01Connect your toolsOne-click OAuth for each integration. No API keys, no engineering.
- 02Describe what you need“When any NPS response comes in below a 7, route it to the owning CSM in Slack with the account's ARR, renewal date, and recent support history, then draft a follow-up email that acknowledges exactly what the customer wrote.”
- 03It runs on scheduleWithin minutes of each NPS response, the routed alert and draft reply reach the owning CSM.
Before you delegate.
- 01Which NPS tools does Doe integrate with?Doe pulls NPS data from Intercom, Delighted, and any tool that can push responses into Salesforce or a webhook. If your NPS tool is not directly supported, you can route responses through Intercom or export them to a Google Sheet that Doe monitors.
- 02How does Doe personalize the follow-up email?Doe references the customer's specific feedback, their account history, recent support interactions, and usage patterns. The email acknowledges what they said and addresses it directly, not a generic "thanks for your feedback" template.
- 03Does the CSM still review the email before it sends?Yes. Doe drafts the follow-up in Gmail for the CSM to review, edit, and send. The CSM adds personal context Doe cannot access: recent call notes, relationship history, internal politics. Nothing sends without the CSM approving it.
- 04What happens with passive scores (7-8)?Passives get a lighter-touch path: their score is logged in Salesforce, and the CSM receives a scheduled follow-up task (not an urgent alert). The goal is to nudge passives toward promoter status without the urgency of a detractor rescue.
- 05Can Doe identify trends in NPS feedback?Yes. Doe analyzes verbatim feedback across responses to identify recurring themes: product complaints, feature requests, service issues. These trends are delivered in a monthly summary so you can address systemic issues alongside individual responses.
- 06How does Doe handle high-value detractors differently?Detractors on high-value accounts get escalated alerts. Instead of just the assigned CSM, the alert goes to the CSM manager and account executive. The follow-up draft is more executive-level, and a same-day response is flagged as critical.